1) The document discusses how Valiantys helps customers optimize their use of JIRA Service Desk through incident categorization, dynamic portals, templates and canned responses, and task automation. 2) It provides examples of how Valiantys implemented incident categorization by system and version for different customers, dynamic portals to show relevant requests to different user groups, and used templates and canned responses to standardize recurring issues and comments. 3) The document also discusses how Valiantys used the Exocet add-on to automate the creation, assignment and linking of onboarding tasks for new employees with just one click.

1. LUCAS DUSSURGET • DIRECTOR • VALIANTYS • @VALIANTYSEN
Turbo-charge your JIRA Service
Desk with ITSM & automation
awesomeness

2. Introduction

3. Agenda
Incident categorisation
Dynamic portal
Templates & Canned Responses
Task Automation

4. Incident Categorization
Incident categorisation
Dynamic portal
Templates & Canned Responses
Task Automation

5. EUROPEAN GOVERNMENT AGENCY
How can I know which system and system
version is affected by incidents raised by a
customer ?!
“
”

6. This is how we implemented it
Step 1 Step 2 Step 3
• Install Insight for JIRA
• Add permissions to
customers
• Create a new Object Schema
• Create System Custom Field
• Create Version Custom Field
• Link System with its versions
• Link System and/or Versions
to specific customers

7. Categorization by systems for Customer A
Select the system
impacted
Versions are
updated
dynamically

8. Categorization by systems for Customer B
Select the system
impacted
Versions are
updated
dynamically

9. Dynamic portal
Dynamic portal
Incident Categorization
Templates & Canned Responses
Task Automation

10. How can I make the customer portal
relevant to our target end user, e.g. only
business managers can see change
requests? !
!
“
”TOP EUROPEAN INSURER – 77,000 EMPLOYEES

11. This is how we implemented it
Install Add-on Create group Add Security Select Change Requests
Install Extension for
JIRA Service Desk
Create you Managers
group in JIRA and add
users to it
Go to Security section of
the add-on admin panel
Add Change Request –
request type and select the
managers group

12. Portal view as a
customer

13. Portal view as a
manager

14. Templates & Canned Responses
Templates & Canned Responses
Dynamic portal
Incident Categorization
Task Automation

15. I want to create templates of recurring
issues or comments in order to make
agents more productive.!
“
”LUXURY FASHION LABEL

16. Issue templates and the end of recurring tasks

17. Select a template

18. Fields, comments
and resolution are
filled automatically

19. Task Automation
Task Automation
Portal Requests Relevance
Templates & Canned Responses
Incident Categorization

20. I would like to create and assign all the
onboarding tasks for new employees in just
one operation!
“
”
HOSPITAL SOFTWARE PROVIDER

21. How did we implement it
Install Exocet
Install Exocet from
Atlassian Marketplace
Create Operation Button
In the Exocet
configuration panel
Add Field Mapping
To import the issue
fields into the sub-tasks

23. Tasks are created,
assigned and linked
automatically

24. Approval matrix
Problem management
CMDB
What else
can you do?

25. Customer Reporting
Canned responses
Let customers close
tickets
Want more ?

26. Lucas Dussurget • Director • Valiantys • @ValiantysEN
Thank you!